Manager, GTM Customer Programs

Retool • Remote, US

12d

About The Position

GTM Programs is building the engine that moves our customer lifecycle motion from generalized communications to individualized business value, from technical messaging to outcome-focused engagement, and from human-monitored outreach to programs that trigger on customer telemetry and scale across the base. We're hiring a GTM Customer Programs Manager to run the operating core of that engine. This is a player-coach role. You'll lead a small, high-caliber team across scaled customer programs, GTM automation, and scale customer success management. You will personally expose the measurement layer and the high-leverage assets that let the entire GTM organization scale beyond headcount. You'll run our sprint operating model, manage the telemetry scoreboard that tells us whether our programs are working, and a portfolio of scaled assets—the Business Value Calculator, the Use Case Library, and the tools that follow them—as products with roadmaps and adoption metrics, not static collateral. You'll sit at the intersection of Success, Sales, RevOps, and Product. The work doesn't ship without cross-functional partnership, so influence matters more than authority. If you're an operator-analyst who's run programs on a cadence, can turn product-usage data into account-level action, and wants to coach a team while still building things yourself, this role is for you.

Requirements

• 8+ years in GTM operations, RevOps, program management, or growth/lifecycle program ownership at a B2B SaaS company, including direct people-management experience
• Strong analytics range—comfortable in SQL and warehouse data, building dashboards, and turning telemetry into account-level action (experience with Databricks or a comparable platform is a plus)
• Fluency with the modern GTM toolchain: Salesforce (campaigns and objects), marketing/outreach automation, and ideally Retool or another low-code app layer—you like to build, not just spec
• Demonstrated operating-cadence discipline: you've run sprints, an agile-style program rhythm, or a 4DX-type cadence of accountability, and you can keep a scoreboard sacred against the day-to-day whirlwind
• A cross-functional operator who moves work through Sales, Success, RevOps, and Product without relying on positional authority
• Strong written and verbal communication; you run recurring forums that are structured, collaborative, and actionable
• High ownership mentality—you don't wait for a playbook to exist; you build one and iterate

Nice To Haves

• You've personally built internal tooling or apps
• You've owned scaled enablement assets, a content library, or a calculator/tooling portfolio as products with real adoption metrics
• Post-sale, expansion, or retention motion experience
• Familiarity with value-engineering, value realization, or business-value frameworks

Responsibilities

• Run our sprint operating model: one sprint in execution, one in design. You will facilitate sprint planning, post-mortems, and the play lifecycle so every program either graduates to an evergreen automated motion or is retired with a documented learning
• Manage team activities using the telemetry scoreboard that measures program impact against our team goal, translating product-usage signal into account targeting and trigger logic, and maturing our metrics from play quality and engine contribution toward cohort lift and revenue impact
• Manage a portfolio of scaled GTM assets (e.g. the Business Value Calculator, Use Case Library, Hackathon-in-a-box, as products). You will maintain a roadmap, instrument adoption, enforce version discipline, and run a clear intake for what gets built next
• Coordinate the cross-functional play calendar across the field, RevOps, and partner teams. You will surface overlapping programs before they collide. We coordinate; we don't gatekeep
• Partner with RevOps and Data Team to wire programs into delivery surfaces (e.g. workflow portals, Salesforce, Slack, Outreach) so that every program is measurable end to end
• Lead, coach, and develop a team spanning scaled customer programs, GTM automation, and technical account management.
• Operate the team using the 4 Disciplines of Execution principles
• Partner closely with our Business Value lead so that the methodology and narrative they own translate cleanly into the scaled assets and programs you productize

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed